AccountId: 011433970860
ContactId: b7c256bc-03ba-4cac-84da-b45047ebe00a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221259 ms
Total Talk Time (AGENT): 54625 ms
Total Talk Time (CUSTOMER): 95145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b7c256bc-03ba-4cac-84da-b45047ebe00a_20250408T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I'm calling about a claim that was submitted and I was reimbursed for it, but it, um.
[CUSTOMER][NEUTRAL] It's never hit my bank account.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Sure it's area code [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Sure it's uh.
[CUSTOMER][NEUTRAL] 230-41887
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. And you want to know about a claim status?
[CUSTOMER][NEUTRAL] Yeah, so it on um.
[CUSTOMER][NEGATIVE] [PII] it was completed and the amount paid to me was 65591. I called to check up on this and they said everything was released and they give it a few more days and I still have not received it.
[AGENT][NEUTRAL] OK, let me look it up for you.
[CUSTOMER][NEUTRAL] It's been 2 weeks.
[CUSTOMER][NEUTRAL] And when I go into my account though and I don't know if this makes a um difference um.
[CUSTOMER][NEUTRAL] When I go under payment preferences, the bank name is incorrect. It says First Union National Bank, but the routing number and the account number is correct on my account.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said the name of the bank was wrong?
[CUSTOMER][MIXED] Correct, everything else is right. The account number is correct and the routing number is correct, but the name of the bank is wrong.
[AGENT][NEUTRAL] OK. What's the name of your bank?
[CUSTOMER][NEUTRAL] Wells Fargo?
[AGENT][NEUTRAL] And what did you say it had on that one?
[CUSTOMER][NEUTRAL] This has First Union National Bank.
[AGENT][NEUTRAL] yeah.
[AGENT][NEUTRAL] OK. I'm gonna check on this and can I give you a call back shortly?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'll call you back at [PII].
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good afternoon. I'll call you back shortly.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.